In this mini series that I am writing, I am discussing different concepts in Entrepreneurship. Some of these concepts I have learned either the hard way, by doing it wrong; or by learning about it; or by a successful implementation and outcome. As I write these articles, it is my hope that it makes you think!
Today, I’m expanding a little bit on customer service. Arguably, every business and every individual out there knows that customer service is extremely important. Some people say things like: “the customer is always right” or “the customer is number one.”
I have to agree with all of these but unfortunately, in many cases, it stops there! Perhaps because we (entrepreneurs) heard that or read it somewhere and because it makes sense, we adopted it. But the real question is, does it make sense to you? Is it a resounding and reassuring statement?
It may sound good and eloquent, for example when you say… “we work with our customer in mind” but are you?
To me, defining customer service is not about cliches. The concept is deep but a lot simpler to remember because you don’t have to learn or memorize anything! You will agree that after reading the definitions below, that customer service is not about memorizing catchy phrases, but about internalizing what they mean. Let’s define the two (2) intrinsic words, “customer” and “service.”
Customer– that is your patron. The person, individual or company who is hiring you to provide a good or a service. We have this one down, but make sure you know who your customer is. When in doubt, always assume the person is a customer.
Service– this is the key! Service. My definition of service has many levels, but at the most basic level, service to me indicates to provide a tangible or intangible product. When I go deeper defining this concept, service means to give one self, to be loyal, obedient and assume fiduciary responsibilities toward your customer.
When I combine and adapt these definitions, my definition of Customer Service is to deliver a tangible or intangible product while being loyal, obedient and trustworthy to your customer, your core values and mission. If you can truly grasp this concept, then and only then, customer service becomes ingrained in you and not a cliche.
If you want to learn more about this and/or interested in purchasing/leasing a property, please feel free to contact us. We will be very happy to assist you, no matter where. We will provide you with the guidance that you deserve.
